Digital Customer Experience A Complete Guide - 2020 Edition. Gerardus Blokdyk

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СКАЧАТЬ What resources or support might you need?

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      71. What prevents you from making the changes you know will make you a more effective Digital customer experience leader?

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      72. What problems are you facing and how do you consider Digital customer experience will circumvent those obstacles?

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      73. To what extent would your organization benefit from being recognized as a award recipient?

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      74. Who needs to know about Digital customer experience?

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      75. How do you identify subcontractor relationships?

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      76. Are you dealing with any of the same issues today as yesterday? What can you do about this?

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      77. Are there recognized Digital customer experience problems?

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      78. What is the problem or issue?

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      79. Why is this needed?

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      80. What Digital customer experience problem should be solved?

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      81. As a sponsor, customer or management, how important is it to meet goals, objectives?

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      82. Which needs are not included or involved?

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      83. Who needs to know?

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      84. Is it clear when you think of the day ahead of you what activities and tasks you need to complete?

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      85. Consider your own Digital customer experience project, what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?

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      86. What tools and technologies are needed for a custom Digital customer experience project?

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      87. What is the Digital customer experience problem definition? What do you need to resolve?

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      88. What do employees need in the short term?

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      89. Will new equipment/products be required to facilitate Digital customer experience delivery, for example is new software needed?

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      90. Who needs budgets?

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      91. Is the quality assurance team identified?

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      92. Did you miss any major Digital customer experience issues?

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      93. Are employees recognized for desired behaviors?

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      94. What Digital customer experience events should you attend?

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      95. Are there any specific expectations or concerns about the Digital customer experience team, Digital customer experience itself?

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      96. What are your needs in relation to Digital customer experience skills, labor, equipment, and markets?

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      97. Does Digital customer experience create potential expectations in other areas that need to be recognized and considered?

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      98. Does the problem have ethical dimensions?

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      99. To what extent does each concerned units management team recognize Digital customer experience as an effective investment?

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      100. How do you assess your Digital customer experience workforce capability and capacity needs, including skills, competencies, and staffing levels?

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      Add up total points for this section: _____ = Total points for this section

      Divided by: ______ (number of statements answered) = ______ Average score for this section

      Transfer your score to the Digital customer experience Index at the beginning of the Self-Assessment.

      CRITERION #2: DEFINE:

      INTENT: Formulate the stakeholder problem. Define the problem, needs and objectives.

      In my belief, the answer to this question is clearly defined:

      5 Strongly Agree

      4 Agree

      3 Neutral

      2 Disagree

      1 Strongly Disagree

      1. Does the scope remain the same?

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      2. Are accountability and ownership for Digital customer experience clearly defined?

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      3. Who is gathering Digital customer experience information?

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      4. Has a Digital customer experience requirement not been met?

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      5. What is out of scope?

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      6. What knowledge or experience is required?

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      7. Has anyone else (internal or external to the group) СКАЧАТЬ